Call Center Quality Analyst I - Spanish Bilingual

Role Overview

As a Call Center Quality Analyst I at FIS, you will play a crucial role in ensuring the quality and efficiency of our call center operations. You will be responsible for monitoring agent performance, providing coaching and feedback, identifying areas for improvement, and ensuring that our clients receive the highest level of service. This role requires fluency in both Spanish and English, as you will be interacting with both English and Spanish-speaking clients and agents.

Day in the Life

On a typical day, you might:

• Monitor agent performance on voice and offline channels, evaluating their adherence to quality standards and providing feedback.
• Conduct coaching sessions with agents, focusing on their strengths and areas for improvement.
• Analyze QA data to identify trends and areas where the team can improve its performance.
• Participate in calibration sessions with operations and leadership to ensure consistent scoring and feedback.
• Handle first-line tickets (incidents and requests), including triage, troubleshooting, and resolution when possible.
• Perform daily operational tasks such as mainframe checks, SQL queries, and data reconciliation.
• Update operational and technical documentation together with product user guides as required.

Why Manila, Philippines?

Manila is a vibrant and dynamic city that offers a unique blend of cultural experiences, career opportunities, and a low cost of living. FIS has a significant presence in Manila, providing a supportive and collaborative work environment for its employees. The city also offers a wide range of recreational activities, from exploring historical sites to enjoying the beautiful beaches of the Philippines.

Career Path

At FIS, we are committed to providing our employees with opportunities for growth and development. As a Call Center Quality Analyst I, you can advance your career within the quality assurance team, moving into roles such as Quality Analyst II, Quality Analyst III, or Quality Assurance Manager. You can also explore opportunities in other areas of the company, such as training, operations, or project management.

Salary & Benefits

The estimated salary range for a Call Center Quality Analyst I in Manila, Philippines is $24,000 to $48,000 USD per year. In addition to a competitive salary, FIS offers a comprehensive benefits package that includes health insurance, paid time off, retirement plan, employee stock purchase plan, and more.

FIS Culture

At FIS, we are committed to creating a diverse and inclusive work environment where all employees feel valued and respected. We believe that our differences make us stronger, and we are dedicated to fostering a culture of collaboration, innovation, and excellence. We offer a variety of employee resource groups and programs to support our employees' personal and professional growth.

How to Apply

If you are a motivated and results-oriented individual with a passion for quality assurance and customer service, we encourage you to apply for the Call Center Quality Analyst I position at FIS. To apply, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant skills and experience, and explain why you are interested in working at FIS.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Call Center Quality Analyst I?

   The key responsibilities include monitoring agent performance, providing coaching and feedback, identifying areas for improvement, and ensuring that clients receive the highest level of service.

2. What qualifications are required for this role?

   Qualifications include fluency in Spanish and English, experience in a call center environment, strong analytical and problem-solving skills, and excellent communication and interpersonal skills.

3. What is the salary range for this position?

   The estimated salary range for a Call Center Quality Analyst I in Manila, Philippines is $24,000 to $48,000 USD per year.

4. What benefits does FIS offer?

   FIS offers a comprehensive benefits package that includes health insurance, paid time off, retirement plan, employee stock purchase plan, and more.

5. What is the work schedule for this role?

   The work schedule is night shift.

6. Is this a remote or in-office position?

   This is a hybrid position, with three days in-office and two days virtual.

7. What opportunities are there for career advancement at FIS?

   FIS is committed to providing employees with opportunities for growth and development. As a Call Center Quality Analyst I, you can advance your career within the quality assurance team or explore opportunities in other areas of the company.

8. What is the company culture like at FIS?

   FIS is committed to creating a diverse and inclusive work environment where all employees feel valued and respected. We foster a culture of collaboration, innovation, and excellence.

9. How do I apply for this position?

   To apply, please submit your resume and cover letter through our online application portal.

10. What is the interview process like?

    The interview process typically includes a phone screening, followed by one or more in-person or virtual interviews with members of the hiring team.